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WorksheetsCRM DEPARTMENT-28TH APRIL
Total questions: 26
Worksheet time: 13mins
In-process of resolving Customer Complaints, all interactions need to be recorded in?
Complaint Register
Notes section
Transaction History
Attachments
In-process of resolving Customer Complaints, all interactions need to be recorded in?
Complaint Register
Notes section
Transaction History
Attachments
The Return Order processing for GnG product with Serial No.starts with creation of a Complaint transaction with reference to an existing Sales Order in CRM system. State whether the following statement is True or False.
TRUE
FALSE
To create a Return Order , which of the following link do you click on the CRM home page?
Complaints & Returns
Service Operations
Sales Operations
Accounts and Products
In case of Home delivery products, SO is generated after billing the product
TRUE
FALSE
A transaction can be suspended and retrieve on Jio POS
YES
NO
A complaint should be resolved within ________hours
Immediately
6 hours
24 hours
2 DAYS
Clicking the Returns button while creating a Return Order will _________________.
Change the status of the return order
Change the item category of the line item
Create a sub-line item
Create another line item with the same item category
______needs to change the TR status from 'CN raised' To 'Released'
CCCEs
SM
CRM
MOOs
For Technical Report click on______tab on SAP CRM.
Accounts and Products
Sales Cycle
Complaints & Returns
Service Operations
If the Customer wants delivery after 2 days
SM needs to be informed
Mail needs to be written to DC
Delivery date needs to be change in Sales Order
All of the above
You want to view a Service Order. Which assignment block you will nevigate from sales order ?
Service Contracts
Service Orders
Transaction history
Service Requests
LMS stands for __________
Lead Management System
Lead and Manage Source
Learning Management System
Learn and Manage Source
If we find error in SEL printing ,we should____
Log call in Service Desk Portal
Mail to Local IT team
Log call in Value.ril.com
Mail to BPQIT team
To be eligible for 'Customer Service Incentive' the Service Quality Scores should be above _____%
70%
85%
90%
95%
While billing Home Delivery article following POP-UP will come…….
Stock in DC
Delivery Location, Date of Delivery, Delivery Time, Stock Available
Delivery Location, Date of Delivery, Delivery Time
Delivery Location, Delivery Time, Stock Available
SEL should be placed on which side of the products?
RIGHT
LEFT
What are the details need to capture on TR before changing the status from 'CN raised' to 'Released'?
Credit Note Invoice No
Credit Not Value
SO No & Date
All of the Above
For HD Products once TR Status is set to 'Released' , RSO will flow automatically in SAP R3.
TRUE
FALSE
Store can use the retail service desk__________
To report new problem
Submit a service request –for Authorizations
ID Creation/Deletion
All Of the Above
When customer comes with complaint about delivery not done then we have to___________
Create Service Order in CRM
Create Service Request in CRM
Log call in Service Desk Portal
Create Complaint in CRM
When we receive Complaint in CRM ,Status of this complaint is ______________
In Process
Open
Assign/WIP
Assign
Void item is done to ____________
Cancel entire transaction
Cancel a particular product
Both A and B
To print duplicate invoice via Jio POS we enter ___________ as POS number
Register ID
Transaction ID
Bill number
All the above
Planogram portal is also known as
VM Portal
Value.ril.Portal
JDA Portal
SAP.CRM
What is the full form of "ATP"
Available transport protocol
Available to procure
Available to purchase
Available transport & purchase
